Newegg: Installing Linux On Your Computer Is Basically The Same As Breaking It

Full Article (consumerist.com)

The article has been updated---Newegg apparently reversed themselves under pressure.

there was a thread somewhere a while back titled "always call"----in context, that meant "always push"---point being that, no matter what the front lines are supposed to tell you, there is always an appeal route.

I once had an interesting exchange with a script zombie in an offshore call center. When this (well-meaning) person suggested that my issue was related to using Linux, I responded that this was not relevant to my issue, and then I offered to explain why. I was handed off to "escalation" in a flash.

Side note---tools for survival in the modern world---how to get call center people off of their scripts.

Hi there,

that's what I would've expected. I don't know that particular company, but it's the same with electronics dealers in Germany: If you think you have a reason to claim warranty, the first thing they do is try to deny their responsibility for whatever reason.
Unfortunately, many customers are shy enough to make this strategy work.

Newegg being a US based company, I suppose United States law is applicable here. I'm aware that the legal and commercial background varies among countries - but in Germany, there have been similar cases that even went to Court which -on most occasions- ruled that removing the preinstalled software and installing something different (even the operating system), even upgrading or exchanging user-accessible hardware (like extending memory, installing an add-on card or another HDD) is not a reason to decline warranty claims, unless the company can prove(!) that the customer failed to observe appropriate safety precautions.

Usually, if the poor guy or girl on the phone says "I can't", my reply is, "Then please put me through to someone who can." I know that the support personnel has very limited freedom in their decision.

Interesting hint - a link to that "how-to" would be even more interesting than just mentioning it.

[X] Doc CPU

I worked in a tech suport call centre. Believe me the scripts are important - this is how the qualty department asks us to work and say. There is absolutely nothing that a tech support can do about this. The best thing is to let the tech support say everything he _has_ to say on that call and then ask your question. Believe me, the moment you say linux there will be a manager (who knows even a lot less) to help you.

I don't have any specific how-to in mind---Every so often, there's a thread on this somewhere---it would be nice to actually compile all the hints someday.

To honeybadger;
I did not mean to imply that I would be rude or abusive towards the person in the call center. The point is to recognize their limitations and get things done as painlessly as possible. Asking to speak to someone that is familiar with the issue (or authorized to make a decision, etc.) is always appropriate.

This said, I hope you will agree that anyone that takes a job in a call center accepts all that goes with it. The company puts them on the front lines dealing with the masses----quite simply so that other employees don't have to. I would never be able to do that kind of work, and I guess we are all fortunate that there are people that can. (An interesting side note: Many of the operators in India speak better English than the ones here in the US!!)

Hi there,

neither did I in my previous post.

Yes, and doing so, you should keep calm and polite. That's not always easy when you're already upset about the product you're calling about. But it's worth the effort.

In a more military wording, they're they front line of defense. I don't know if I were able to do their work, but I definitely wouldn't want to. It would probably drive me insane very quickly.

I don't have enough experience to confirm this or argue against it, but I can imagine it's true. The only issue may be the "edgy" accent that is typical for many English-speaking Asians. Once you got used to that ...
Among the people I had to do with, the Swedish spoke the clearest and best-articulated English.

[X] Doc CPU

I am sorry if anyone felt I was aiming for them in my post. I did not mean it. I just wanted to let you know that the only way you can get a call center person off the scrpit is to let him finish it . Gawd, believe me someone who has never been on a call makes up these rules. I mean someone _dreams up_ these perfect calls and then makes the rules and absolutely fails to understand that not all calls are perfect.
Believe me, this is a ture story. I was on a mock call with the quality department before I took this mock call (with a major hardware verndor) and this dumba** comes up with a senario that the computer he bought is on fire. I give him the best advice shut off all the electrial equipments and call the police. The dumba** failed me and I had to undergo two more weeks of training.

This is the reason I leave the Windows partition active on my new laptops and shrink them during installation of Linux. On one laptop I have a virgin Vista which did not even complete installation. Just in case I have to return it. If it has Windows on it, the software cannot be the reason of malfunction. (Really?)

I should also mention that once I sent a HP/Compaq NC6230 in for repair, where I had removed Windows completely. After replacing the mainboard they called me to ask for the root password, which I denied. Then they politely responded that they would do the testing as good as possible, but that I should take care of other possible issues myself. In the unlikely case that there were still problems with the laptop I should return the machine for service again. Now, that is a correct approach.

This is 3-4 years ago, I am not sure if HP still has the same policy.

jlinkels

Ya, always reinstall windows before you send it back.